Guidance for frontline staff

At Transport for All we know that disabled and older passengers have faced increasing barriers to travel due to the COVID-19 pandemic.  As part of our response, we worked with the Department for Transport, Deaf, disabled and older people’s organisations and charities, and transport operators, to develop new guidance for frontline transport staff.  
The two guidance documents seek to set out quick and simple ways for frontline rail and bus staff to better meet the needs of Deaf, disabled and older passengers as they return to transport networks.  

This guidance is for frontline bus and rail staff in England. 

It explains how staff can help make Deaf, disabled and older people’s journeys easier. We hope that having the right knowledge about how to help will give staff the confidence and skills to provide the best service they can.

The guidance has been developed by Deaf and Disabled People’s Organisations, national disability charities and Deaf, disabled and older passengers, in partnership with bus operators, the DfT and DPTAC (Disabled Persons Transport Advisory Committee), the DfT’s independent disability advisors. 

Guidance for frontline bus staff: supporting disabled passengers

Guidance for frontline bus staff

This guidance is for bus drivers, roadside staff and staff who work in bus stations in England. It explains how you can help make Deaf, disabled and older people’s journeys easier. We hope that having the right knowledge about how to help will give you the confidence and skills to provide the best service you can.

Guidance for frontline rail staff: supporting disabled passengers

Guidance for frontline rail staff

This guidance is for rail station and onboard staff in England. It explains how you can help make Deaf, disabled and older people’s journeys easier. We hope that having the right knowledge about how to help will give you the confidence and skills to provide the best service you can.

How we developed this guidance

The development of the guidance documents was undertaken in partnership between Transport for All and the Department for Transport.  Development was supported by three expert reference groups:

  1. Accessibility Steering Group This group included representatives from Alzheimer’s Society, Anxiety UK, DPTAC, Guide Dogs, MS Society, National Autistic Society, RNIB, RNID, Royal Association for Deaf people, Sense, and Thomas Pocklington Trust. 
  2. Operators Advisory Panel This group included Blackpool Transport Services, Brighton and Hove Buses, Network Rail, Rotala Buses, and the West Midlands Combined Authority. 
  3. Transport Users Group We held two online focus group meetings with Deaf and disabled people, inviting them to share their experiences and identify priority areas to include within the guidance.  We spoke with 16 Deaf and disabled people during these meetings, many who also provided further feedback on drafts of the guidance via email. 

 

Thank you to everyone who has contributed to the development of this guidance.

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